Refund policy

At Towne Smile Co., every item is made especially for you once your order is placed. This allows us to reduce waste and create products with intention. Because each order is custom made, our return/refund policy differs from that of traditional retailers.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, or you receive the wrong item, we'll make it right.

Please contact us within 30 days of receiving your order and include:

Your order number
A brief description of the issue
Clear photos of the item

Once verified, we'll gladly replace the item or issue a refund at no cost to you.

Lost Packages

If your package appears to have been lost in transit, please contact us within 30 days of the estimated delivery date so we can investigate and assist with a replacement if appropriate.

Size Exchanges

Please review the sizing guide on each product page before placing your order. If you're unsure about sizing, we're always happy to help before you purchase.

If your item doesn't fit as expected, we gladly offer size exchanges within 30 days of delivery, provided that:

The exchange request is submitted within 15 days of delivery.
The item is unworn, unwashed, and in brand-new condition.
All original tags, labels, and packaging are included.
The item shows no signs of wear, damage, odors, or alterations.

Towne Smile Co. will provide a prepaid return shipping label for eligible size exchanges. Customers are responsible for the shipping cost of the replacement item.

We do not accept returns or exchanges for items that have been worn, washed, damaged, or are otherwise not in their original condition.

Incorrect Shipping Address

Please ensure your shipping address is accurate before completing your purchase.

If an order is returned because of an incomplete or incorrect address, or because it was not claimed after delivery attempts, additional shipping and handling charges may apply to resend the package.

Order Cancellations

Because production begins shortly after an order is placed, orders may only be canceled or modified within 1 hour of purchase, or before production begins, whichever occurs first.

Once production has started, we are unable to cancel, modify, or refund the order, as each item is made specifically for you.

Refund or Exchange Eligibility

Refunds or exchanges are available only in the following circumstances:

The item arrives damaged or defective.
You receive the wrong item.
The package is confirmed lost in transit.
An issue occurred during our manufacturing or fulfillment process.

If your request is approved, we'll provide a prepaid return shipping label when applicable. Once the returned item is received and inspected, your refund or replacement will be processed.

Refunds or exchanges are not available for: